Customer Service Guide (Public Benefits Specialist Entry). Bilingual EnglishSpanish Preferred

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The Oregon Department of Human Servicesis proud to be an Equal Opportunity Employer. We are guided by our Equity North Starand our vision for a positive RiSE organizational culturethat advances equity and diversity. We encourage applications from members of historically underrepresented racial/ethnic groups women individuals with disabilities veterans LGBTQIA2S community members and others to help us achieve our vision of a diverse and inclusive community.

This position requests language ability in both Bilingual English/Spanish though the language is not required. Consideration will be given to those who can pass the Spanish language competency exam which may result in a 5% increase in salary.

Opportunity awaits! Step into a role where your efforts directly empower Oregonians to rise above povertybecome a key player in the Oregon Eligibility Partnership and facilitate access to vital services that foster equity and well-being.

As a Public Benefits Specialist Entry you will work in-personin our Cottage Grove Branchassisting Oregonians. This position is not eligible for remote work.

Summary of Duties

As a Public Benefits Specialist Entry you will:

Be the first face of contact in most offices for customers either entering the physical office or virtually through the online application portal or telephone communication.

Contribute to the welcoming environment as families interact with the department.

Greet and assist Oregonians through a trauma-informed lens.

Work with Oregonians who are applying for programs such as medical cash for families (TANF) Domestic Violence services food benefits (SNAP) childcare assistance (ERDC) and long-term care services in-person by phone and via our online applicant portal to answer case status and other inquiries; provide information on how to access community resources.

Work within a team that collaboratively rotates tasks to support the business needs of the office.

Minimum Qualifications

Two years of experienceworking in a reception area or call centereither interviewing to obtain information or providing customer service. This experience must have involved a high volume of work (e.g. data entry assuring information on applications is complete and accurate completing necessary documents etc.); OR

An associate degree in a Behavioral Science Social Science or a closely related field AND six months of experience working in a busy reception area or call centereither interviewing to obtain information or providing customer service; OR

An equivalent combination of education training and experience relative to the class concept.

Essential Attributes

We are looking for candidates with:

Customer Service: Demonstrated professional demeanor that delivers quality customer service daily by telephone in writing or in person.

Computer Skills:Experience in usage and functionality of computers web browsers databases and programs such as Microsoft along with other general office equipment such as phone systems copiers scanners fax using multiple systems in tandem for research and tracking.

Communication:Experience conveying technical concepts including complex rules regulations and procedures to customers with diverse learning styles and varying levels of familiarity with the subject. Experience interpreting non-verbal cues simplifying information into understandable components utilizing relatable examples to illustrate intricate details and confirming comprehension through active listening techniques.

Collaborative Team Member:Experience elevating all team member voices with inclusion. Experience building relationships with team members.

Accuracy and Attention to Detail:Experience independently reviewing and verifying information for the purpose of completing accurate data entry. Experience developing a comprehensive understanding of assignment to determine appropriate outcomes and follow up actions needed.

Diversity Equity Inclusion and Belonging: Experience using trauma aware and strength-based practices to create welcome. Experience assisting individuals with diverse experiences and cultural backgrounds. Experience providing equitable service to overcome barriers.

Preference will be given to candidates that are bilingual in Spanish and English.

Attention all candidates!Clearly describe how you meet the minimum qualifications and essential attributes in your application materials. Your application materials will determine if you are selected to move forward in the selection process. Please include detailed work and education history.

Please make sure your application materials resume and job history are clearly outlined as this information will be used to determine your starting salary range. If you are selected as the final candidate and a degree is listed as a minimum qualification for the position please be prepared to provide verification of your completed education before moving forward in the hiring process. Note: Your resume and cover letter may be uploaded in the Resume/CV field on the online application.

The use of outside resources such as Artificial Intelligence software during applicant skill assessments examinations and/or interviews is prohibited unless otherwise stated by the hiring agency. Unauthorized use of outside resources during the hiring process will result in disqualification.

The State of Oregon does not request or require your age date of birth attendance or graduation dates from an educational institution during the application process.

Working Conditions

This position works in the store front office and is not a remote position.

The work schedule is Monday Friday 8:00 AM to 5:00 PM.

Contact with the public including contact with Oregonians experiencing emotional and financial stress.

Serve a diverse range of customers with compassion and professionalism through a trauma informed lens.

May require sitting at a computer or telephone for prolonged periods of the workday.

Background Checks and Requirements

If selected as a finalist we will conduct a criminal history and background check. Adverse criminal history or background check may lead to disqualification. Additional background check information.

The Oregon Department of Human Services does not offer visa sponsorship. Within three days of hire you will be required to complete the US Department of Homeland Securitys I-9 form confirming authorization to work in the United States. ODHS will use E-Verify to confirm that you are authorized to work in the United States.

Benefits

ODHS Employee Resource Groupcommunities that promote shared learning.

Cost of Living Adjustments.

Annual salary increases (until you reach the top of the listed salary range).

Amazing benefits package.

Possible eligibility for the Public Service Loan Forgiveness Program.

Employment Preference

Veterans preference:

Veterans preference information.

How to submit your Veteran documents for preference. Please do not attach your Veterans preference documentation in the Resume/CV field of your application.

General Information

This is a permanent full-timeposition and is represented by the Service Employees International Union (SEIU).

This recruitment may be used to fill future vacancies in the same classification.

Contact Information

We invite you to contact the recruiter for accommodation requests under the Americans with Disabilities Act (ADA) application questions or job-specific questions.

The recruiter for this position is Brent Lawrence. If you contact the recruiter please include the job requisition number.

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